Automatically add customer to a project

[MJCorcoran]

We use Jira to process new hires. The hiring manager fills out a Request and the Issue goes to our Service Desk. We want each new hire to be a customer in our project. Right now, I have to manually enter the email into the Add Customers box on the Customer page for our project. I am looking to automation to accomplish this when the new hire request is created.

I've tried using the (new?) automation Action to create the customer (using Smart Values and static data, as a test)), but the no user is created (so no notification is sent). I also can't select the Organization (there's nothing in the drop-down). 

How can I get this automation working? Thanks!

[Trudy Claspill · Accepted solution]

Hello @MJCorcoran 

For the Organization field you need to start typing in the name of the organization to which you want to add the customer. Then potential matches will display.

What do you see when you hover over the red ellipses button appear on the right side of the Email field?

What is shown in the Audit Log when you execute the rule?

Do note that by referencing the {{reporter.displayName}} smart value your new customer's name will be set to the name specified in the Reporter field of the Originating request, which I assume is the hiring manager. And I'm guessing that you need to actually get the Email address from some other field within the request rather than hard coding it.

[MJCorcoran]

Hi Trudy and thanks for your response! 

• I tried typing the name of the organization in that box…it never showed up, though I did see all kinds of other names related to our organization. Something to investigate. But it works OK if I don’t include that.
• What do you see when you hover over the red ellipses button appear on the right side of the Email field? That's a field that (very annoying) LastPass puts there. Not really relevant to the issue, fortunately.
• What is shown in the Audit Log when you execute the rule? It wasn’t running because it didn’t like the SmartValue I used.  I was able to fix that.

 Add service project customer

Error rendering smart-values when executing this rule:

Improperly closed variable: {{reporter.displayName}

•  Do note that by referencing the {{reporter.displayName}} smart value your new customer's name will be set to the name specified in the Reporter field of the Originating request, which I assume is the hiring manager. And I'm guessing that you need to actually get the Email address from some other field within the request rather than hard coding it. The reporter field was just for testing, and so it actually caused my automation to fail!  Now I’m using an if/then, a variable, and a SmartValue to create the base of the email, so that looks good now, too. It even tells you (in the Audit log) if the customer already exists!

I think I’m good for now, but thanks so much for help!

[Trudy Claspill]

Glad you got it working.

With regard to the Organization field, what is is looking for there is an Organization defined within or associated to the Service Management project. These are the Organizations you would see listed in the Channels & People > Customers screen.